Workforce Analyst

BECU

Workforce Analyst optimizing workforce performance at BECU, leveraging management systems and data analytics. Contributes to real-time optimization, forecasting, and strategic decision making across the Contact Center.

Posted 6/26/2026full-timeRemote • Washington • 🇺🇸 United StatesJuniorMid-Level💰 $32 - $39 per hourWebsite

Tech Stack

Tools & technologies

PythonSQLTableau

About the role

Key responsibilities & impact

The Workforce Analyst plays a critical role in optimizing workforce performance across the Contact Center by leveraging workforce management systems, data analytics, and emerging technologies.
Responsible for forecasting, scheduling, and real-time workforce optimization, while contributing to data-driven decision making through business intelligence and storytelling.
Leverage workforce management systems, business intelligence tools, and emerging technologies, including AI-driven solutions—to identify opportunities, solve complex challenges, and drive continuous improvement.
Develop and maintain short- and long-term forecasts that help ensure appropriate staffing levels across multiple lines of business while supporting service, operational, and member experience goals.
Create and manage schedules that balance service levels, employee experience, productivity, and business priorities.
Monitor intraday performance and make real-time adjustments.
Review and coordinate time-away requests while balancing employee needs with staffing requirements and service commitments.
Support and optimize workforce management technologies, including NICE CXone and other CCaaS and scheduling platforms.
Manage agent profiles, scheduling configurations, and workforce system data to support accurate forecasting, reporting, and workforce planning.
Analyze workforce and operational performance trends to uncover opportunities, identify challenges, and provide actionable recommendations.
Build and maintain dashboards, scorecards, and reports using business intelligence tools such as Tableau, Power BI, Excel, and similar platforms.
Partner with Contact Center and business leaders to align staffing plans with changing operational and strategic priorities.

Requirements

What you’ll need

High School diploma or equivalent experience
2+ years of experience in workforce management, contact center operations, or related analytical role
Experience with forecasting, scheduling, and real-time workforce management
Advanced proficiency in Excel (or similar tools) for data analysis and reporting
Experience with NICE CXone or similar CCaaS/WFM platforms (desired)
Experience with business intelligence tools (e.g., Tableau, Power BI) (desired)
Exposure to SQL, Python, or other data/querying languages (desired)
Experience with data visualization and data storytelling techniques (desired)
Familiarity with AI tools or willingness to learn and apply AI in workforce optimization (desired)
Experience in financial services or a contact center environment (desired)

Benefits

Comp & perks

401(k) Company Match (up to 3%)
4% annual contribution to your 401(k) by BECU
Medical, Dental and Vision (family contributions as well)
PTO Program + Exchange Program
Tuition Reimbursement Program
BECU Cares volunteer time off + donation match

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

workforce managementdata analyticsforecastingschedulingreal-time workforce optimizationdata analysisdata visualizationdata storytellingSQLPython

Soft Skills

data-driven decision makingproblem solvingcontinuous improvementcollaborationcommunication